Chapter 8 Business CAOT 32 – Flashcards
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James received a letter from a customer asking about his company's accounting services. How should James reply to the customer?
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Letter
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A phone call or face-to-face visit is a better channel choice than e-mail when you need to
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All of these choices (A phone call or face-to-face visit is a better channel choice than e-mail if you need to convey enthusiasm, warmth, or another emotion; supply a context; or smooth over disagreements.)
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Which of the following is the best opening sentence for a direct response message?
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Here are the answers to the questions you asked about our banquet facilities.
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What is the most accurate statement about direct claim and complaint messages?
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Letters establish a record of what happened more convincingly than other communication channels.
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What is the least accurate statement about routine response messages?
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Routine response messages generally use the indirect organizational pattern.
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What is the least accurate statement about business letters in today's digital age?
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In certain situations letters are still the preferred channel of communication for delivering messages inside an organization.
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Where should deadlines and action information be placed in a routine request message?
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In the closing
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A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?
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Ignore the comments.
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William has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first?
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Analyze the purpose of the letter and the reader.
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Which of the following is the best example of placing the most important information first in a routine information request message?
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Please answer the following questions about your office printers.
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Routine request and response messages should be written using
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the direct strategy.
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Which of the following is a command disguised as a polite request?
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Will you please send my order by USPS Priority Mail
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Which of the following is the best opening for an adjustment message?
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We have credited your account for $36 to refund your dining bill.
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Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information?
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Email, text, or IM
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The body of a routine message that requests information or action should
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present details that explain your request
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Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to
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write a letter to someone in charge at the website where she booked her hotel.
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You must ask a series of questions in a routine request email message. What is the best way to present these questions?
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In a bulleted or numbered list in the body of your message
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Stephen is working on a business letter and is in the third phase of the 3x3 writing process. He has already edited his letter for clarity and has proofread the letter for correctness. What work remains for Stephen in this phase?
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Evaluate the effectiveness of the letter from the reader's standpoint.
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What should you do in the body of a direct claim letter?
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Mention that you have enclosed copies of all pertinent documents
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Daniel is writing an email message asking for information and wants to show appreciation to his reader in the closing. Which of the following statements best shows his appreciation?
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I appreciate this information because it will allow me to make an effective decision about which plan to choose.
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The opening of a direct claim letter should
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open with a clear statement of the problem or with the action you want the receiver to take
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The most emphatic positions in a message are the
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opening and closing.
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The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss?
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Savvy
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Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter. What should you do when responding to these comments?
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Use a friendly, upbeat, professional tone.
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What is the best advice for writing the body of a routine request message?
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Remember that the quality of the information obtained from the request depends on the clarity of your inquiry
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The first sentence of an information request is usually a(n) __________ or a polite command.
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Which of the following is the best closing for a straightforward claim letter?
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Please credit $36 to my account by December 31, when my next billing cycle begins
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Which of the following is the most effective subject line for a routine response message?
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Your June 5 Inquiry About Barcelona Travel Packages
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What is the most accurate statement about writing skills and social media?
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Because of social media, your writing skills will be on display; and the quality of your writing can affect your career.
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What is the most accurate statement about apologizing in an adjustment message?
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People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of "psychological compensation."
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Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase?
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Collect any necessary information.
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Which of the following statements about direct claims is most accurate?
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Written claims are taken more seriously than claims made by phone or e-mail.
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A business letter is a better channel choice than e-mail
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when the matter requires confidentiality.
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Routine request and response messages should be written using
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the direct strategy
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Which of the following is the best closing sentence for direct response message?
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Once you've read these answers to your questions, please contact us for an on-site consultation.
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Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message?
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Please answer the following questions about your new malware removal program
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The body of a routine message that requests information or action should
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present details that explain your request.
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Where should you place the main idea in a business letter?
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The first sentence
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The majority of your writing on the job will involve
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routine, positive messages.
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Which of the following instructions is in the imperative (command) mood?
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Sign and date the agreement
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A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first?
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Ignore the comments
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Which of the following is the best closing for an adjustment message?
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We hope that this refund check proves our commitment to providing excellent customer service.
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Instruction messages are used to
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explain clearly how to complete a task
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What should you do in the body of an adjustment letter?
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Explain how you are complying with the claim.
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A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?
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Include positives as well as negatives in the review.
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When should you send a thank-you note?
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You should write a thank-you note for all these situations.
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Which of the following is not a goal in writing adjustment messages?
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To avoid future correspondence with the customer
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Instruction messages should be written
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using a straightforward, direct approach.
